CSR I Fraud Risk Analyst l Chargeback Specialist l
Metro Manila, San Juan, Philippines
Hello! My name is Rusell, and I’m an experienced Chargeback Specialist, Fraud Detection Officer, and Customer Service Representative with over two decades of BPO experience. The bulk of my professional experience has been with foreign banks in the US, UK, and Australia, where I handled customer service, fraud detection, chargebacks, disputes, investigations, and other banking-related concerns. My experience includes both onsite and hybrid work environments. I created my OnlineJobs.ph account back in 2019 but am only now pursuing the transition from the traditional corporate/BPO setting to remote work. While I don’t have previous remote-work experience yet, I bring extensive experience in banking and BPO operations, along with strong organizational, communication, problem-solving, and attention-to-detail skills. I’m highly adaptable, eager to learn, and ready to take on new challenges. I’m currently looking for full-time or part-time remote opportunities where I can use my experience, continue learning, and contribute meaningfully to your team.
ANZ GLOBAL SERVICES, full_time
Apr 2024 to Present
Responsible for completing the end-to-end dispute process which includes complex case investigation and management in Claims. Disputes Specialist will also be required to follow procedures in accordance to Visa Scheme Rules, ePayments Code, EFT Code of Conduct. This role is also expected to handle escalation calls, Case Assist/Workshop with Disputes Analysts and provide assistance in first chargeback cases/inbound calls when necessary
ANZ GLOBAL SERVICES, full_time
Sep 2022 to Apr 2024
-Action accounts in a timely manner, including raising provisions for accounts where required by credit policy. -Detect and mitigate potential risks in financial transactions. Analyze customer transactions, work with compliance officers and law enforcement agencies, and have a solid understanding of financial regulations and compliance standards. -Analyze customer’s transaction history, available online data, and leveraging knowledge of industry fraud trends to determine if a claim is valid or not.
WELLS FARGO ENTERPRISE GLOBAL SERVICES, LLC., full_time
Oct 2019 to Sep 2022
-Respond to and research and resolve escalated inquiries and complaints requiring special handling and that may have been forwarded by management committee members, agencies, and/or senior business leaders. -Perform intake to determine appropriate course of action, conducting investigative steps to fully identify the issues, researching product information, terms, conditions, contracts, etc., creating correspondence as needed, processing complex and/or corrective transactions on-line (including monetary and non-monetary actions). -Communicate with others (including customers, merchants, clients, executives, agencies, regulators, bankers) to ensure resolution/negotiation of sensitive and/or time-critical matters.
ZIGZAG MEDIA INC., full_time
Sep 2018 to Sep 2019
-Review flagged participants, transactions, payments on the marketplace - Investigate any cases of actual or suspected fraud and noncompliance -Monitor and identify patterns within fraudulent activities -Research market trends, evaluate effectiveness of and recommend improvements to fraud detection systems and strategies.
GLOBAL PAYMENTS , full_time
Sep 2014 to Sep 2018
-Identify both fraudulent and high-risk transactions and businesses. -Validate suspicious transactions by contacting merchants and obtain invoices/signed sales receipts and verifying information with card issuing banks. -Proactively monitor credit card transactions daily. -Review of refund transactions which exceeds assigned threshold before being released
GLOBAL PAYMENTS , full_time
Jan 2013 to Aug 2014
-Works together with other members of Service Delivery Team to evaluate accurate transactions of existing processes of specific skill per department. -Conducts scheduled audits as assigned by management team, either though side by side, remote monitoring, and live barges. -Provides reports on findings and recommendations as part of the conducted audit. Provides immediate feedback to TLs/Managers on audits that are critical. -Facilitates/participates in calibration sessions with the CCLeads, TLs, and Business Partners. -Performs additional duties as assigned, for instance Internal Quality Audits.
GLOBAL PAYMENTS , full_time
Nov 2010 to Dec 2012
-Assists merchants calling in to get verbal authorization for a credit card transaction. -In addition, for chargeback calls, we also assist merchants calling to get more information about their chargeback cases. -We help merchants understand why chargebacks were raised and what they can do on their end to protect themselves from the likelihood of getting future chargeback cases.